Resolve Web Order Exceptions for DSVs
Web order exceptions for DSV orders occur when SODA attempts to charge the form of payment and the charge is declined. Because the vendor has shipped the order, it is important to collect payment for the merchandise.
If the merchandise was shipped by a DSV (drop-ship vendor) to the customer:
Contact the customer to secure payment.
Note: If you cannot collect payment from a customer for merchandise shipped to them but not paid for, partner with your campus to collect payment. Some campuses will place a hold on a student's account until payment is received.
If a student has a hold on their account at their school, it can keep them from registering for future classes.Follow the process to Re-tender an Order with New Credit Card Information or Re-tender Failed Financial Aid Processing Exception.
If re-tendering in SODA fails, complete the transaction at POS.
Once you complete the transaction at POS, you will need to submit a request in the Follett Support Center – SODA - SODA IMS Level 2: Web Exception to hide the web order exception.
If the DSV (drop-ship vendor) merchandise was shipped to your store:
Keep the order until you can secure payment from the customer.
Follow the process to Re-tender an Order with New Credit Card Information or Re-tender Failed Financial Aid Processing Exception.
If re-tendering in SODA fails, complete the transaction at POS.
Once you complete the POS transaction, submit a request in the Follett Support Center – SODA - SODA IMS Level 2: Web Exception to hide the web order exception.
If you cannot secure the customer's payment, but there is the potential of selling the item to a customer in-store, ticket the item and move the merchandise to the sales floor.
If it isn't practical to sell the item in your store, submit a GM Portal request for permission to return the item to the DSV.
Once you complete the RTV for the item, submit a request to the Follett Support Center – SODA - SODA IMS Level 2: Web Exception to hide the web order exception.
